This table shows how AWS OpsItems map to ServiceNow Incidents.
| AWS Ops Center | ServiceNow Incident |
|---|---|
| Title | short_description |
| Description | description |
| CreatedTime | opened_at |
| Status | incident_state |
| Severity | impact/urgency |
| Priority | priority |
| CreatedBy | Not synced |
| LastModifiedTime | Not synced |
| LastModifiedBy | Not synced |
| Source | Not synced |
| OpsItemId | Not synced |
| OperationalData | Not synced |
| Category | Software |
Incident Status is an integer in ServiceNow. We map OpsItem status values to values.
| ServiceNow Incident Status | OpsCenter Status |
|---|---|
| New (primary) | Open |
| On Hold | Open |
| In Progress | In Progress |
| Resolved (primary) | Resolved |
| Closed | Resolved |
| Cancelled | Resolved |
In this type of subjective mapping, we only change the target value if it is incompatible. An example of subjective mapping would be if New and On Hold in ServiceNow both map to Open in AWS. An example of an incompatible target would be if the Incident is On Hold, while we're synchronizing from AWS an OpsItem that is Open, and we don't change On Hold.
Priority - In Incident, you can’t set the Priority field directly. The values of the Impact and Urgency fields calculate the Priority field. When synchronizing from AWS, we set by default the fields shown in the table below:
| OpsItem Priority | ServiceNow Incident | ||
|---|---|---|---|
| Impact | Urgency | Priority (Calculated) | |
| 1 | High | High | Critical (1) |
| 2 | Medium | High | High (2) |
| 3 | Medium | Medium | Moderate (3) |
| 4 | Low | Medium | Low (4) |
| 5 | Low | Low | Planning (5) |
You can find these mappings in a ServiceNow table Priority Data Lookup. While we can use this table to find the required values of Impact and Urgency, note that you can customize the mappings and also define new priority values. Additionally, you might want a specific priority in AWS to map to an entirely different priority in an Incident or Problem.
